The Ombudsman's final decision
Summary: We will not investigate this council tax complaint about an alleged delay by the Council in processing the complainant’s report that he was moving. This is because there is insufficient evidence of fault by the Council.
The complaint
The complainant, Mr X, says the Council delayed processing his council tax report that he would be moving in February. Mr X wants compensation for the delay and stress.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by Mr X and the Council. This includes the complaint correspondence. I also considered our Assessment Code.
My assessment
Mr X says he notified the council tax team in late 2024 that he would be moving in February.
A few weeks later he contacted the Council to say he had not had a reply. He said he was due to move on 19 February. On 6 February the Council told Mr X it had closed the account and it would issue a credit bill. On 11 February the Council repeated it had closed the account and said a refund should reach his bank account within the next few days. The Council declined Mr X’s request for compensation.
I will not start an investigation because there is insufficient evidence of fault by the Council. This is because the Council processed Mr X’s change of circumstances form before the date he said he would be moving.
Final decision
We will not investigate this complaint because there is insufficient evidence of fault by the Council.
Investigator's decision on behalf of the Ombudsman